What will I be doing?

• Observe performance of team members and encourage improvements.
• Monitor the Executive Floor traffic to make team membering adjustments accordingly.
• Manage Executive Lounge operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
• Assist Guest Service Agents, Operators, Reservation Agents, Bell Attendants and other departments with any questions or requests.
• Resolve customer complaints by conducting thorough research of the situation and using the most effective resolution.
• Authorize revenue allowances to resolve problems only after alternative solutions have been offered.
• Prepare and conduct daily pre-shift meetings, communicate effectively with all team members and provide them with any information necessary to provide guest service in accordance with Hilton brand standards.
• Monitor performance of team members with performance evaluations and take disciplinary actions when required.
• Make recommendations for training related issues when inconsistencies develop at the Executive Floor Desk.
• Maintain regular attendance in conformance with the standards, which may be established by Hilton from time to time.
• Work varying schedules to reflect the business needs of the hotel, due to the cyclical nature of the hospitality industry.
• Support and motivate Front Desk team members by leading by example and employing competent and consistent management practices.
• Actively take part in training the team, supporting and leading formal training sessions and focusing on on-the-job trainings to ensure that all team members are of the same standard.
• Attends trainings where and when required.
• Act as a coach and mentor to team members, reinforcing standards, expectations and motivating team members to strive for established targets.
• Maintain discipline amongst team members, ensuring consistency in accordance with the team member handbook, Chinese Labour Law and HR guidelines.
• Be involved with the development of high potential team members to ensure that all team members are trained to progress to the next level of their careers.
• Contribute to the hotel and team by sharing new ideas and suggestions for improvements, being innovative and creative to provide quality service and customer care to team members and guests.
• Responsible for the smooth induction and facilitation of training for new team members, ensuring that they are trained to the minimum level standard and that they can competently complete their jobs and that they know what is expected of them.
• Ensure guests feel expected and immediately “at-home” when they arrive.
• Check-in guests in accordance with their reservation details, ensuring that the registration card is completed, reservation information confirmed, Hilton Honors and Frequent Flyer numbers enquired about, and method of payment is secured.
• Ensure that guests are escorted to their rooms, hotel facilities and room features are explained, and luggage is delivered in a prompt manner.
• Handle complaints promptly and efficiently, taking the necessary action, and informing the Guest Relations Manager or Guest Service Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolutions.
• Maintain awareness of guests’ profiles and specific preferences, ensuring that they are acted upon for each reservation.
• Act as the first point of contact and liaison for VIP guests, ensuring that they are treated personally and recognized as an individual.
• Liaise with Sales, Reservations and the Business Development teams to handle corporate guests.
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program. Ensure that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received.
• Allocate rooms in accordance to guests’ reservations, preferences and remarks, maintaining a systemized and sales focused approach to room inventory management.
• Ensure that guests’ profiles and information are input into the Police Report system in a timely and accurate way.
• Apply Hilton brand standards in each and every action, acting as a role model and example of how the standards should be carried out in a practical setting.
• Knowledgeable of the hotels’ facilities and services as well as basic knowledge of Hilton International, MEAP and other properties in China.
• Keep up to date with information on facilities, attractions, places of interests, sights and activities in and around the hotel.
• Ensure communication, coordination and cooperation between the Front Desk and other operating departments, specifically Housekeeping, F&B and Accounts.
• Prepare the Executive Lounge for F&B service, monitoring service and preparation areas to ensure cleanliness and presentation standards.
• Meet and greet regular and normal guests during the service, ensuring satisfaction.
• Maintain hotel systems to ensure accuracy of information and data, ensuring that it is easy to use and operate in an organized and systemized way.
• Ensures that the Front Desk equipment and systems are functioning at all times, and that the area is maintained in a clean, tidy and organized way.
• Pass on information effectively, ensuring that all necessary details are communicated to the intended person and that any pending action is completed, and guest satisfaction is confirmed.
• Conduct daily briefings, shift handovers, attend meetings and effectively communicate information to team members.
• Ensure that the Executive Floor Manager and Front Office Manager are kept aware and up to date of operational issues.
• Ensure that the day-to-day functions of the Executive Floor are completed, including but not limited to checklists, trace reports, credit limit checks, online back-up, allocation of rooms, Lost Interface, Pay-Masters, discounts and rate discrepancies as well as registration cards.

What are we looking for?

• High School degree.
• Minimum of 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience.
• Good communication, organization and coordination skills.
• Team player with a strong sense of responsibility and self-motivation.
• Able to maintain excellent relations with team members.
• Able to work under great physical and mental pressures.
• Understand basic spoken English to meet business needs.
• Familiar with computer systems preferred.